Land Rover Northfield

Shockingly horrible customer service experience with Land Rover Northfield Service Dept that wiped out 15+ years of trust, goodwill & a longstanding business relationship. I dropped off my 2019 Velar (wh Rover Northfield Service Dept that wiped out 15+ years of trust, goodwill & a longstanding business relationship. I dropped off my 2019 Velar (which was 1 of 3 Land Rovers that I had bought over the years from Fields Land Rover) for service on 11-21-25 and drove away with a loaner. 2 nights later I was rear-ended while 8 cars deep at a total standstill waiting for a light to change in Chicago. The car that hit me was barely drivable but my loaner seemed ok at the time - accident happened at 6:07 pm 2 blocks from my home & by the time the police arrived it was completely dark. I called the dealership after the accident but service was already closed. The next morning I called the Land Rover Northfield service dept to let them know what happened & to ask how to proceed. That is when I landed on Carolyn of Service and she completely dropped the ball. Carolyn was rude, insensitive, and completely dismissive - she begrudgingly admitted that the accident wasn’t my fault but clearly stated that the situation was not her problem, Land Rover Northfield didn’t need a copy of the police report, was not going to help me by providing another loaner (in fact she actually laughed derisively at that idea), and that it was up to me whether or not I should return the damaged loaner now or whenever - WHAT??? What sort of customer service is that at a luxury car dealership? No empathy, no concern as to whether I had been hurt, no understanding that I was worried that I might cause more damage to the loaner by driving it 25 miles back to the dealership, no awareness that I was a loyal customer whose Velar was just out of warranty & I most likely was in the market for a new Range Rover. Sort of short-sighted & extremely subpar. I reached out to the “service agent” Jeremy who was supposedly handling my car’s repairs and this newbie basically parroted Carolyn - in this case, not only was Jeremyi insensitive, he was inexperienced & tried to hide that with misplaced arrogance. I did return the loaner the next day, taking side roads as I saw that morning that the exhaust pipe had been dislodged & was dangling. The car clanked after every speed bump & pothole that I slowly went over - a very nerve wracking situation. I did speak to the Manager Brandon when I arrived and all he could keep saying was “That’s not right” as I told him of the unprofessional behavior of his employees. So … Beyond horrible customer service when Land Rover Northfield could have recognized an opportunity to support a loyal customer & probably sell her a new car but instead chose to dish out rude, insensitive treatment. Carolyn & Jeremy - you both outdid yourselves in your unprofessionalism and short-sightedness. More

We live in the city but come to Fields. because the service is great and.our.service advisor Tommy was outstanding. because the service is great and.our.service advisor Tommy was outstanding. More

Northfield Land Rover is a very well run dealership. The professional sercice department is what keeps me brand loyal. My service agent Tommy always ensures I have an amazing customer experience. The professional sercice department is what keeps me brand loyal. My service agent Tommy always ensures I have an amazing customer experience. More

Friendly. Considerate knowledgeable professional Dennis was all of the above. Caring and put me at ease on first time buying a car Considerate knowledgeable professional Dennis was all of the above. Caring and put me at ease on first time buying a car More

Dennis was extremely thoughtful and thorough with my new vehicle as well as extremely patient and professional with great customer service keep up the Phenomenal work man in Christ Mr. Dennis!🙏🏽🙌🏽👏🏽🔑 vehicle as well as extremely patient and professional with great customer service keep up the Phenomenal work man in Christ Mr. Dennis!🙏🏽🙌🏽👏🏽🔑 As well as Ms. Katie or Kathy my apologies for forgetting her exact name but I will never forget the great service she gave as a team along the side of Mr. Dennis she’s the Coordinator she was Beyond amazing her work was incredible she is great for the Company More

My issue was completely resolved and they provided a loaner car for me to use during the repair. Communication was good. loaner car for me to use during the repair. Communication was good. More

Always very professional and reliable . They will do anything they can to ensure your satisfaction They will do anything they can to ensure your satisfaction More

Dealership was polite and professional. The time in the dealership to close the deal was quick and easy. I would recommend. The time in the dealership to close the deal was quick and easy. I would recommend. More

Lately Land Rover Northfield has had outstanding service. It’s pleasant to work with the service team. It’s pleasant to work with the service team. More

Everyone is always so nice, courteous and professional. Everything is explained very well and I don’t feel pressured into unneeded services. Everything is explained very well and I don’t feel pressured into unneeded services. More